Tier 2 Support Engineer

Join Our Team as a Level 2 IT Help Desk Specialist!
Are you looking for a stable, long-term full-time position with a well-established US-based Managed Service Provider (MSP)? Do you want to be at the forefront of cybersecurity? If so, we’d love for you to apply for our Level 2 IT Help Desk Specialist role!
Key Responsibilities:
As a Level 2 IT Help Desk Specialist, you’ll provide remote support to troubleshoot and resolve issues across a variety of IT systems, including:
• Computers, laptops, and servers
• Email, passwords, Microsoft 365, and other software applications
• Security applications and 3rd-party business apps
Your primary duties will involve client interactions via phone and remote work. You'll use the following tools to perform your role effectively:
• ConnectWise PSA for ticket tracking and time management
• Ninja RMM for endpoint monitoring and management
• Hudu for documentation and procedures
• Microsoft 365 Admin Portals
• Threatlocker and Todyl for endpoint security
• Dropsuite, Proofpoint for email security
The role involves typical helpdesk work, as well as occasional projects like server migrations, Active Directory migrations, and automation. You'll gain hands-on experience and have the opportunity to contribute ideas in a team-oriented environment. Your main focus will be providing clear, user-friendly solutions for the following:
• PC troubleshooting and performance issues
• Printer and scanning issues
• Email issues (including O365 and Google)
• Password resets and MFA setup
• Business application support, including Microsoft 365
Position Requirements:
• 3+ years of experience in a similar IT role
• MSP experience is a must
• Strong written and verbal communication skills in English
• Excellent organizational and time-management abilities
• Skilled in prioritizing multiple tasks and working in a team
• Strong attention to detail and the ability to follow instructions precisely
• A solid understanding of computer systems and networking
• Knowledge of internet security and data privacy best practices
• Ability to maintain the security and privacy of networks and systems
• Record and track support interactions and time in Autotask
Required Skills:
• Experience with Active Directory and Azure AD management
• Proficiency with Microsoft 365 (including Exchange, SharePoint, MS Teams)
• Familiarity with Microsoft Azure (networking, virtual machines, Azure AD)
• Experience using security tools
Preferred Skills:
• 2-4 years of technical support experience
• Experience with M365 Admin Centers (Teams, Compliance, Intune)
• Previous experience with ConnectWise Help Desk
• Previous Ninja RMM experience (a major plus)
• Experience with Hudu IT documentation platform
• Experience working with Fortinet firewalls
• Microsoft, Threatlocker, Fortinet, or other IT certifications are a plus
Home Office Requirements:
• A dedicated, quiet workspace
• Newer PC hardware with at least 8GB RAM and an i5 processor
• Windows 10 or 11 Pro version (required for Intune join)
• Noise-canceling headset and webcam
• Reliable internet speed (minimum 10Mbps)
• Mobile phone (for MFA)
Benefits (after probation period):
• Work from home
• Work/life balance
• Long-term employment with growth opportunities
• Be part of a close-knit team that values your contributions
• 13th-month pay
• US and Philippine holidays observed
How to Apply:
Please complete all four steps below, along with the TestGorilla assessment (which may take an hour or more):
1. You must have Level 2 IT Help Desk experience
1. Provide your resume
1. Answer the following questions in detail:
1. What MSP experience do you have?
1. What MSP tools have you worked with?
1. Share your experience with Office365 and its associated apps (Exchange, Teams, Intune, SharePoint, etc.) and any relevant Office365 projects you’ve worked on.
1. What hourly salary rate are you seeking?
Join Our Team as a Level 2 IT Help Desk Specialist!
Are you looking for a stable, long-term full-time position with a well-established US-based Managed Service Provider (MSP)? Do you want to work at the forefront of cybersecurity? If so, we invite you to apply for our Level 2 IT Help Desk position.
Responsibilities:
As a Level 2 IT Help Desk Specialist, you will perform remote work to troubleshoot and repair:
• Computers, laptops, and servers
• Email, passwords, Microsoft 365, and other applications
• Security applications and 3rd party line of business apps
You will spend most of your day on the phone and working remotely with clients. Tools you will use include:
• ConnectWise PSA for ticket tracking and time tracking
• Ninja RMM for endpoint monitoring and management
• Hudu for documentation and procedures
• Microsoft 365 Admin Portals
• Threatlocker for endpoint security management
• Todyl for endpoint security
• Dropsuite
• Proofpoint
Typical helpdesk work, occasional projects, server migrations, Active Directory migrations, and automation are examples of the work experience you’ll gain. You will have plenty of opportunities to bring helpful ideas and creativity to this collaborative team-based environment and grow within the company. You will provide technical, user-friendly solutions to end-user requests such as:
• PC troubleshooting and performance issues
• Printer and scanning issues
• Email issues, including O365 and Google
• Password resets and MFA setup
• Business application support, including M365
Position Requirements:
• 3+ years of job-related experience
• Must have MSP experience
• Excellent written and verbal communication skills in English
• Excellent organizational and time-management skills
• Ability to prioritize multiple tasks effectively
• Ability to work independently and in a team environment
• Attention to detail and ability to follow instructions precisely
• In-depth understanding of diverse computer systems and networking
• Good knowledge of internet security and data privacy principles
• Ensure security and privacy of networks and computer systems
• Maintain records of support interactions and time spent in Autotask
Required Skills:
• Experience with Active Directory and Azure AD management
• Experience with Microsoft 365 (including Exchange, SharePoint, and MS Teams)
• Experience with Microsoft Azure, including networking, virtual machines, and Azure AD
• Experience in security tools
Preferred Skills:
• Technical support experience: 2-4 years
• Experience with M365 Admin Centers (MS Teams, Compliance, Intune)
• Previous Connectwise Help Desk experience
• Previous Ninja RMM experience – major plus
• Experience with HUDU IT documentation platform
• Experience working with Fortinet Firewalls
• Microsoft, Threatlocker, Fortinet, and other IT vendor certifications desirable
Home Office Requirements:
• Dedicated, quiet area to work from
• Newer PC hardware with at least 8GB RAM and i5 processor
• PC must be running Windows 10 or 11 PRO version (for Intune join)
• Noise-canceling headset
• Webcam
• Reliable internet speed min 10Mbps
• Mobile phone (for MFA)
Benefits (Commence after probation period):
• Work from home
• Work/life balance
• Long-term employment
• Be part of an appreciated tight-knit team that values your contribution
• 13th month pay
• US and Philippines holidays observed
To Apply for the Job - All 4 Steps Below Must Be Completed, in Addition to the TestGorilla Examination, Which May Take One Hour or More:
• You must have Level 2 experience
• Please provide your resume
• Please describe your experience:
• What MSP experience do you have?
• What MSP tools have you used?
• Please provide an overview of your experience with Office365 and associated apps (Exchange, Teams, Intune, SharePoint, etc.) and what Office365 projects have you worked on?
• What hourly salary rate are you looking for?
Please do not apply if you don't have the required qualifications. If the above steps are not completed, you will not be considered.Please note: Applications will only be considered if all steps are completed and the qualifications are met.
Looking forward to your application!